Denisse Baez Rojas Email and Phone Number

Management and supervision of the work team for Endpoint lifecycle service operations, monitoring of SLA's and KPIs.Continuous improvement of operational and supplier processes.Billing validation, creation and monitoring of annual budget.

Management of Endpoint Operations Team, performing in a timely manner for all processes during Lifecycle of End User Endpoints around the world providing them service with the best quality under SLAs committed. Supervise and guarantee each step according to the metrics and policies established in each procedure in collaboration with suppliers, carriers (Verizon, AT&T, Rogers) and internal areas. Use of O365, Tanium, Azure and Freshservice.

Management of International service desk "follow the sun" providing IT services 1.5 (Catch & dispatch, first call resolution, end 2 end tracking) in EasyVista, Service Now, SM9 and Easy IT for transnational costumer in collaboration with T-Systems France. Control of SLA and backlog, score card, creating of reports, monitoring through Inconcert tool, SPOC by OPM and second levels like SCCM, AD, AV, On Site Support, Inventory, servers, etc.Continue improvement using KanBan, SharePoint, Miro in collaboration with Barcelona and Beijing.ACHIEVEMENT: B2G Successfully so as to improving service, customer satisfaction and stabilizing SLAs in less than 2 months. In addition to a small project with T-Systems Alpine improving their backlog in 1 month.

Responsible for the overall effectiveness and efficiency of SAM\ITAM processes for each customer, management the day-to-day operation (Service Now, Snipe IT) improvement and high-level objectives for KPIs and SLAs.ACHIEVEMENT: IT Process Automation (Assessment, Digital Formats and Logical Validations).

Control and management of IT LifeCycle HW (Service Now, Manage Engine, Snipe IT) for 9 clients (Managing LifeCycle SW in 2/9 costumers) in Mexico, USA and LATAM (50,000 CI’s baseline), monitoring of KPI's and SLA's. Strategic planning, management, monitoring and coordination of projects (Physical inventory, audits, migrations, computer equipment renewal, continuous improvement, innovation, business process automation). Quality Assurance in ITAM.ACHIEVEMENT: Successful database migration in 6 clients. Consolidation Control Board and BPA.

Service control of Break & Fix (SM9, Service Now), Hands & Eyes (Servers and Telecommunications), IT-Services, incident management, proactive problem and continuous improvement of 12 clients in Mexico, USA and LATAM, monitoring of KPI's and SLA's. Management and coordination of Projects (migrations, renewal of computer equipment, etc). Coordination and administration of 113 resources distributed in Mexico, USA and LATAM in addition to supplier management. ACHIEVEMENT: Certification 5 stars, first company in America https://www.sdila.com/casos-de-exito

Responsible for IT-Services (It-Shop, Lifecycle, Inventory Administration) for TSMX. Control of Centralized inventories for 5 costumers (Cosima, SM9, Altiris) and coordination support for Break & Fix and Hands & Eyes services in 12 clients with innovation in services. Management of resources and suppliers. ACHIEVEMENT: Implementation of processes, politics and inventory control formats.

Responsible for the administration and control of inventory of computer equipment of use and assets for TSMX, in charge of the update of the database and inventory management system (queries, adds, removes, sales, control of equipment exit). Administration of responsive letters from users. Audits of internal control to the database. Warehouse control, customer service, sales and billing. ACHIEVEMENT: Implementation of sales web portal, user and product management.